Job description
Excellent knowledge of call center procedures and expertise in quality assurance.
- Develop call centers' education materials, such as digital presentations and how-to manuals.
- Prepare procedures and policies regarding customer service techniques, system use and appropriate agent conduct.
- Schedule and conduct training sessions on various call center topics to prepare and support new employees.
- Train experienced employees on new or updated call center procedures to improve their performance.
- Observe the daily operations of call center employees and identify any areas of improvement, including listening to incoming calls.
- Liaise with team leaders and managers to conduct on-the-job coaching.
- Measure the effectiveness of training sessions and prepare individual or team progress reports.
- Ensure employees keep up their productivity and maintain high levels of customer satisfaction through regular re-training and by working with supervisors.
- Serve as subject matter expert.
- In addition to the above job responsibilities, other duties may be assigned.
Position Compensation Range: $18.01 - $27.92 Hourly
MINIMUM REQUIREMENTS
- Education: High school graduate or equivalent. Associate or bachelor's degree preferred in education, health or IT-related major.
- Experience: 3 years.
- Licensure: None.
PHYSICAL DEMANDS
Job requires standing for prolonged periods, frequently bending/stooping and reaching (overhead, extensive and repetitive). Repetitive motion: computer keyboard. Proficient communicative, auditory and visual skills. Attention to detail and ability to write legibly. Ability to lift/push/pull 50-100 lbs.
COVID Vaccination Requirement and Guidelines
Please visit the UVA COVID-19 Job Requirements and Guidelines webpage prior to applying for current information regarding vaccination requirements and guidelines for employment at UVA.
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